OIT Case Study

OIT Colleagues:

The past several months have been extraordinarily busy ones for OIT and our organization is transforming rapidly. We’ve established a good collaborative momentum that is serving us well as we press forward to wrap up the fiscal year (FY) with a strong finish.

In my last message to you, I described the priority projects that OIT planned to concentrate on in FY15. We specifically set out to fulfill a two-fold objective: strengthening our infrastructure and elevating the service we deliver to our customers. As I look back on this past fiscal year, I am very pleased with the headway we made in reaching those strategic goals. Thanks to your hard work and commitment, we’ve accomplished quite a bit together and I’d like to recap
The Infrastructure Modernization (IM) project, OIT’s priority project for FY15, has made great strides in a short period of time. This cornerstone IT initiative updates EOIR’s hardware to a more contemporary solution that will optimize enterprise applications and provide system stability for years to come. IM Phase 1, which upgraded outdated hardware and implemented a data backup solution at EOIR Headquarters, is now complete. The IM team is currently building out Phases 2 and 3 of the project, which will upgrade servers at the Data Center in Rockville, MD and implement an enterprise data backup solution, as well as a backup mirror. In order to enact some important security measures, we have elevated Phase 5 of the IM initiative. As a result, we are upgrading the file/print servers at EOIR courts slightly ahead of
Talking with our customers about the routine challenges they face in the field enabled us to identify concrete ways of swiftly relieving a number of IT pain points. One way we’re striving to alleviate user frustration is by enhancing our support approach to make it easier for users to request and obtain the support service they need. To this end, OIT is currently in the process of assigning field site administrators (FSA), who will serve as on-site technical resources for all IT-related issues and service requests in their respective regions. By the end of August, we will have deployed 4 out of 5 FSAs to their designated sites. Our IT service request system is also being overhauled, as we transition to Microsoft Service Manager – a tool that will both facilitate improved workflow and boost our ability to resolve issues in a timely, efficient manner. EOIR’s Help Desk is already using Service Manager internally and we plan to open up a self-service portal to users by the end of